Concessions Contact Handling Services

Transport for London
London
Selective procedure
30 March 2026 to 29 March 2030

Delivery of contact handling services for a concessionary travel scheme, encompassing both inbound telephony and written correspondence processing. The service requires high-volume customer interaction management to support travel pass applications and enquiries.

Open the official notice

Awarded value: £14.3m; As published
Published: 4 March 2026
Awarded: 17 February 2026; Journeycall Ltd
Contract length: 48 months; Ends 29 March 2030

What the contract covers

Outsourced services contract

Provision of outsourced contact centre services, including telephony and written correspondence management for public sector concessionary travel schemes.

Contact Handling Services for Transport for London's Concessionary Travel scheme
Telephony and written correspondence handling as part of those services

Terms and requirements

Contract type: Outsourced services contract
Procedure: Selective procedure
Initial term: 48 months
Contract dates: 30 March 2026 to 29 March 2030
Certifications asked for: None stated
Suitable for SMEs: Not stated
Category: Services
CPV codes: 79512000

Services in this contract

Outsourced contact centres and helplinesMain service£5.1m typicalTelephony and written correspondence contact handling for TfL concessionary travel

Lifecycle

Published
4 March 2026
Contract awardedto Journeycall Ltd
17 February 2026
Contract starts
30 March 2026
Contract ends
29 March 2030

The buyer

Transport for London

Type: Locked
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Recorded value: Locked
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Contact centre outsourcing contracts, 24 months: Locked

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Contact details

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The supplier

Journeycall Ltd

Contracts won, 24 months: Locked
Value won, 24 months: Locked
Buyers, 24 months: Locked
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Companies House number: Locked

Main buyers

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Cite this contract

Link: https://bidskim.com/tender/294059/concessions-contact-handling-services
Buyer reference: TfL_96840
Open contracting ID: ocds-b5fd17-ec370a4d-768b-4d1e-9946-7167cb89c107
Last checked: 5 November 2026

Transport for London. Concessions Contact Handling Services. Contract award, 4 March 2026. BidSkim, https://bidskim.com/tender/294059/concessions-contact-handling-services (accessed 5 November 2026).